Customer Focused Testing Model - Bridging The Gap Joyabrata Burman – Director Quality Engineering Manhattan Associates Logo of your organization

Agenda Introduction Customer focused testing Model Key dimensions of the Model Q&A Agenda We will start this session with a brief introduction about the mobile application that we released this year

Think like our end Customers Customer Feedback from the field – common issues Basic functionality issues observed How did this pass your testing? Worried about upgrading to Latest System outage on Big Sale Day Would you want us to test ? Think like our end Customers

Our QA validation story at most times 100% of QA Test suite Passed All defects validated 100% Pass rate of our automated Scripts Exit Criteria met successfully What went wrong ? This is the case where the GAP between how we TEST our product and how customers USE it , needs bridging to create the right Customer Experience

Customer Focused Testing Model Aimed at bridging the gap between testing and using Is a collaboration of Practices and Tools Empowers Testers to understand customer better Shift in mindset from features to solution Automation focuses on Simulation more than validations A robust execution system

Key Dimensions of the Model Simulate Business Operations Business Blueprint Know Your Customer Test in Production like setup 24x7 Continuous Validations

Know Your Customer Understanding the end customer is the key aspect of this dimension. Areas to focus would be: ( Customer on Retail domain is taken as example) Georgraphical spread of customer deployment Location details of its DCs and Stores Types of Items/Prices/Inventory 3rd Party systems which is used by Customer to interface with the product Assess the volume of transactions subjected daily/weekly Business transactions Understand the personas of users accessing the application ………and many more

Model Company Standards Build a Business Blueprint This dimension focuses on designing a Model Company based on understanding of customer . The points to note in this section are: Design the Organization structure of company Plan out the authentication/access control /auditing capabilities Integration of all 3rd Party products and components Layout of Business operations Aligning the volume of transactions Design the monitors that would be used to track operations Model Company Standards Silver Gold Platinum

Test in Production like setup Designing Production like Customer deployments using Cloud Services Building the deployment configurations and machine images Automated setup scripts to setup the Organization /Master data/Configurations Performing large Customer DB Migrations Automated Suite of functional scripts execution for E-2-E business scenarios

Simulate Business Operations Simulation through automation of business processes and interfaces Replicating actual Customer Relationship Management scenarios Role-play based approach Customer service representatives Store associates Designing physical layouts of Customer operations ( eg. Mock Store) Designing for High Volume transaction days ( Sales)

Continuous Execution – 24 x7 Continuous Execution of Business scenarios Product arehWouse Management

Continuous Execution - 24 x7 Simulated Setup of Model Company Operates on business hours Business transactions spread out across the day Day begin operation Day operations Day end operations Role based accountability Monitoring & Reporting

Q&A

Author Biography Joyabrata Burman Director, R&D, Quality Engineering, Manhattan Associates Inc. Joy has been in the industry for last 19 years, catering to Quality Engineering projects across multiple domains for Services and Product Engineering organizations. At Manhattan Associates he has built the Quality function for OMNI Channel suite of Products. He is currently focused in the design and development of ‘Production Assurance’ unit for Manhattan’s OMNI Channel solutions. The unit is designed to be the first customer of R&D deliverables and build the right level of assurance for our customers in the field of Performance, Monitoring, Usability and Dev Ops. He has delivered planery sessions in Stepin Summit and Silicon India on ‘Security Testing Strategies’.

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